To consolidate related feedback cases

The procedure to consolidate related feedback cases is as follows:

1. Using the Advanced search spy-glass (), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Feedback Case Details window is displayed.
3. Click on Linked Cases. The Linked Cases tab is activated.
4. Click on Link Existing Case. The Link Case - Search Criteria window is displayed.
5. Enter sufficient details into the case fields provided and click on Search 2. The Link Case - Search Results window is displayed, returning all possible matches.
6. Highlight the row containing the exact record match or use Refine Search to enter alternative criteria; click on Case Summary to verify the details of the intended selection.
7. Click on Confirm. The selected case is displayed in the Linked Cases summary table.
8. Click on Save 3.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 In addition to related Feedback cases, the Case Classification search field enables ASB, CRM or Housing Options cases to be returned in the results set, and therefore linked to the feedback case in current focus.

3 Any number of system cases may be linked to an individual feedback case file, as required.

See related topics...

Feedback case consolidation management overview

To detach linked feedback cases

Using the search facility